IT Incident Manager

IT Incident Manager

Permanent

Central London

£38,000 to £40,000

Our client is seeking an IT Incident Manager to lead the response to high-priority and major IT incidents across a complex technology environment. When things don’t go to plan, you’ll take the lead — coordinating teams, communicating clearly, and driving incidents through to resolution with minimal impact on the business. This newly created role offers a great opportunity for an IT incident management professional looking to step up, broaden their responsibilities, and work in close partnership with the Head of Operations.

This role is critical to ensuring service continuity, rapid recovery, and effective communication during incidents that impact business operations.

Key Responsibilities

Major Incident Management

Own and manage high-priority and major IT incidents from initiation through to resolution

Lead cross-functional technical teams to investigate, diagnose, and restore services

Ensure incidents are resolved within agreed SLAs, using effective workarounds and permanent fixes

Drive post-incident reviews and root cause analysis to prevent recurrence
Stakeholder & Communication Management

Act as the single point of contact during major incidents

Provide clear, timely updates to senior stakeholders, technical teams, and business leaders

Manage incident escalation in line with agreed protocols

Ensure accurate logging and documentation of all incidents
Process & Service Improvement

Operate and maintain the incident management process in line with ITIL best practices

Monitor and report on KPIs relating to incident response and resolution

Analyse trends to identify recurring issues and opportunities for process improvement and automation
Required Experience & Skills

Proven experience in an IT Incident Manager or Major Incident Manager role

Strong leadership and coordination skills in high-pressure environments

Excellent stakeholder management and communication skills

Solid understanding of ITIL frameworks and incident management processes

Experience working in enterprise or complex IT environments
Desirable

ITIL certification

Experience working in regulated or customer-critical environments

Exposure to service improvement or automation initiatives
Why Apply

High-visibility role with significant business impact

Opportunity to influence service resilience and operational maturity

Collaborative, fast-paced environment
What You Need to Do Now:

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